Manager Operations – Solar Featured

This position is based onsite in Rawalpindi and requires an experienced Operations Manager to lead and execute solar campaign objectives aimed at maximizing productivity and meeting service level targets. The role involves overseeing team performance, ensuring resource efficiency, and maintaining high standards of discipline and professionalism within the team.

Key Responsibilities

Team Management:
- Develop and manage all campaign operations and activities to meet set objectives.
- Conduct effective resource planning to optimize productivity across people and technology.
- Collect and analyze call-center metrics related to sales and customer service.
- Motivate and encourage associates to consistently achieve monthly goals.
- Maintain discipline by clearly communicating acceptable behaviors, addressing performance issues, and conducting counseling sessions with HR involvement when necessary.
- Lead daily team meetings before and after shifts, supervising Assistant Project Managers as needed.
- Ensure goal achievement aligns with company standards.

Attendance Management:
- Monitor employee working hours to ensure dialing hours meet company requirements.
- Enforce strict adherence to shift timings and regulate attendance daily.

Employee Retention:
- Maintain a headcount of 30 associates under direct reporting.
- Conduct detailed retention discussions with departing associates to understand reasons for leaving.
- Keep attrition rates below 10%.

Confirmation Percentage:
- Oversee and analyze Training Needs Assessments (TNAs) conducted by Team Leads.
- Evaluate coaching and training efforts to improve associate performance levels.
- Achieve at least 80% confirmation rate for associates with over 60 days tenure.

Quality Control:
- Ensure the team maintains a minimum quality score of 96%.
- Prepare and submit reports to various departments and senior management.

Required Qualifications

Education:
- College graduate required; MBA is preferred.

Skills:
- Excellent communication and interpersonal skills.
- Proficient in MS Office applications.
- Strong leadership and mentoring abilities.
- Self-motivated with the capacity to coordinate and prioritize multiple tasks effectively.
- Strategic thinker with a focus on continuous improvement.

Experience:
- Minimum of 5 years’ experience in the BPO industry.
- At least 4 years in a leadership or managerial role.

Preferred Qualifications and Benefits

Candidates will benefit from a supportive work environment that includes access to a gym facility, medical insurance, paid leave, and provident fund along with EOBI contributions. The company offers comprehensive training programs to support career growth and development. A competitive salary package is provided, including a lucrative bonus structure. Additionally, transport facilities are available for female employees, and clear career progression paths are established to encourage long-term retention and success.

This role demands a proactive leader who can drive operational excellence while fostering a positive and productive team culture.